Dixa handoff

Ada’s Dixa integration lets an AI Agent conversation be escalated to a human agent in Dixa, either as a live chat or as an email conversation (ticket). The integration is powered by the Dixa Utilities app, which connects your AI Agent to Dixa using an API key, starts the handoff, and passes context — such as custom attributes and tags — to the agent who picks up the conversation.

Limitations

The Dixa integration has the following known constraints:

• For live chat handoffs, agent presence messages are not shown to the end user until the agent sends their first message.
• For live chat handoffs, the end user cannot return to chatting with the AI Agent until an agent claims and ends the conversation in Dixa.
• The User Email Address passed on a handoff cannot match an agent’s email address in your Dixa instance, and must be a valid email address.
• Business hours set in Dixa are not accessible in Ada.

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Dixa integration, complete the steps in this order:

1. Initial configuration — enable the Ada chatbot feature in Dixa and create a chatbot token.
2. Custom attributes and tags (optional) — define the attributes and tags Ada can set on a conversation.
3. Configure the Dixa Utilities app — add the app to your AI Agent and connect it with your Dixa API key.
4. Live chat handoff — escalate a conversation to a live agent in Dixa.
5. Email conversation handoff — create an email conversation (ticket) in Dixa.
6. Upgrade to the Ada chatbot feature (optional) — move an existing Dixa handoff to the newer Ada chatbot feature.
7. Update Dixa CSAT (optional) — pass a CSAT rating back to Dixa after a handoff ends.